Minimum 3 years of experience in rooms, front desk, and guest service roles.
At least 2 years of leadership experience in a rooms division.
Responsibilities
Implement and manage daily quality processes for hotel operations.
Interview, hire, train, and evaluate staff performance.
Communicate clear directions to staff both verbally and in writing.
Assign tasks and monitor performance of Rooms Division Managers.
Field and resolve guest complaints with effective solutions.
Supervise budgeting and staffing for the Rooms Department.
Prepare forecasts for revenue and expenses in the Rooms Division.
Benefits
Exceptional benefit plan for eligible associates and their families.
401K matching program for eligible associates.
Flexible scheduling to prioritize personal commitments.
Discounts at Crescent managed properties in North America.
Full Job Description
We are committed to providing you with:
Highly competitive annual salary of $90,000 -$100,000 based on experience
An exceptional benefit plan for eligible associates & your family members
401K matching program for eligible associates
Flexible scheduling to allow you to focus on what is important to you
Discounts with our Crescent managed properties in North America for you & your family members
ESSENTIAL JOB FUNCTIONS:
Implement and manage hotel's daily quality process including goal communication, associate improvement, compliance with Crescent standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly.
Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
Communicate both verbally and in writing to provide clear direction to staff.
Assign and instruct Rooms Division Department Managers in details of work. Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly. Supervise and review cost and inventory controls.
Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps or problem resolution by using experienced judgment and discretion.
Supervise the budgeting, forecasting, training, motivating and staffing of the Rooms Department including: Telephone, Housekeeping Services, Front Office, Laundry, Concierge and Guest Services.
Prepare Forecast expenses and actual results for the Rooms Division revenue and expenses. Review Security logs daily for significant incidents, and coordinate with department heads all enforcement of policy and/or improvements in service needed.
Work closely with the General Manager in establishing and monitoring policies and guidelines in the day to day operation of the hotel to ensure profitability and consistency. Solve problems of detail that come up in the course of the work.
Plan, organize, chair, attend and/or participate in various hotel meetings such as: Staff Meetings, Rooms Division Meetings, Executive Committee Meetings, Quality Teams Meetings, etc.
Comply with attendance rules and be available to work on a regular basis.
Perform any other job-related duties as assigned.
REQUIRED SKILLS/ABILITIES:
A minimum of 3 years of rooms, front desk, and guest service experience is required.
A minimum of 2 years of rooms leadership experience is required.
